Course Objectives

ITIL® Foundation In this exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services to deliver to business expectations. Using an engaging case study, you'll learn the core disciplines of ITIL best practices. Upon completing this course, you'll be well positioned to successfully complete the associated ITIL exam required for entry into the future ITIL intermediate-level training courses.

ITIL covers five core disciplines:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Who Should Attend

Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.

Prerequisites

Familiarity with IT terminology and IT-related work experience are recommended.

Objectives

• Key concepts of ITIL
• Important principles for improving IT operations
• Vital processes and functions
• Practical guidance for applying ITIL to everyday IT situations
• How to align with business, control costs, and improve IT service quality
• Strategies to balance IT resources

Course Content

1. Service Management Defined

   IT services and what they really do
   How IT services deliver value to customers
   Value and importance of IT service management

2. ITIL Introduction

   Good practices
   Ease ITIL adoption
   ITIL qualification scheme, bodies, and certifications

3. Service Strategy

   Design, develop, and implement service management
   Service management as a strategic asset
   Setting objectives and expectations
   Identify and select prioritization opportunities

4. Service Design

   Design and develop services
   Develop processes
   Design principles and methods
   Convert strategy into services

5. Service Transition

   Develop and improve capabilities
   Improved methods for transitioning new and changed services into operation
   Manage the complexity related to changes
   Prevent undesired results while enabling innovation

6. Service Operation

   Effectively and efficiently deliver support services
   Ensure value to customer and service provider
   Maintain stability while allowing for change
   Organize to improve IT support to customers

7. Continual Service Improvement

   Create and maintain value for customers
   Importance of better design, introduction, and operation of services
   Improving service quality, business continuity, and IT efficiency
   Link improvement efforts to strategy, design, and transition

8. Exam-Taking Tips

   Important techniques to help you pass your exam

9. Exam Review

10. Exam